Initally, upon our arrival at the Best Western Seaway Inn for an overnight stop on a recent road trip, everything appeared normal and uneventful. The lobby looked refurbished and clean. We were given a room (619) at the back, facing west, on the 2nd floor. The room was freshly painted with new furniture. Everything appeared normal, but this peaceful feeling did not last long.
About one hour after our arrival, we experienced a cockroach infestation, the likes of which we have never seen anywhere. There were 6 separate cockroach sightings in the first two hours of our stay. Printed words cannot convey the surprise, disgust, and revulsion we experienced upon seeing these disease-bearing insects, over and over again, in both the sleeping area, the kitchenette, and on personal items.
The first cockroach was on the floor between the double beds. Upon discovery it scooted under the bed frame. Another roach appeared on a glass filled with ginger ale which my wife was about to drink.
I noticed a third roach scurrying along the marble ledge near the bathroom sink. Then a fourth roach was spotted crawling on the outside of the tissue dispenser on the nightstand between the queen beds.
The fifth sighting was near the ceiling at the top edge of the kitchenette cabinet. The last roach was sighted running under the mini-fridge as my wife was on her way to the front desk to complain.
The desk clerk at the Best Western Seaway Inn, when informed about the infestation, without a hint of surprise or alarm, offered to spray the room with insecticide!! Not wanting to be exposed to smelly and toxic roach spray, we demanded to be moved to a different (bug-free) room. We were moved to 209.
The clerk gave us the business card of the manager and gave us his sincere assurances that the manager would call us on Monday to discuss the incident. But no one ever called us back. They have our home number and cell numbers, in addition to our email address. I waited a full two weeks with no contact before posting my review here, and on other major travel websites.
It appears no one at Best Western cares to discuss this third world nightmare we experienced. It's an everyday occurrence to them. Perhaps they hoped that we would forget about our cockroach infestation, and not tell anyone else. Big mistake!
I have attached photos of the Best Western cockroaches referenced here, along with some additional visual evidence of our horrible experience. Hopefully this review will attract the attention of anyone thinking of booking a room here. (I also have movies of the roaches but unfortunately the *.mov format is not supported by Tripadvisor.)
We are certainly not the first ones to complain. Just read several of the previous reviews reporting a bug problem, always with a response by the management that state the cockroach problem was subsequently (and permanently) resolved. Obviously they need to greatly expand the scope of their extermination efforts, since the reviews haven't changed over a period of several months.
I feel I deserve a full refund and a written apology from corporate management. I paid for CLEAN, safe accommodations. Best Western is a big company and they can well afford to fix their unsanitary lodging which endangers public health and is a PR nightmare.
In my opinion, if the corporate owner/franchisee truly cares about ensuring the health and safety of customers, the entire Best Western Seaway Inn structure (see attached room map) should be thoroughly FUMIGATED, and then inspected by state-certified independent third party experts who attest in writing no bugs anywhere in the building. less
GeneralManagerSeaway, General Manager at BEST WESTERN PLUS Seaway Inn, responded to this review
Dear Tom T, we are very sorry for the issues you endured during your recent stay. We will be in touch so we can make sure to rectify the issues you stated. Have a nice day.